Help Desk Technician

Under the supervision of the Director of Technology, the Help Desk Technician will provide Tier 1 support. The Help Desk Technician will assist employees with tier I trouble shooting and resolution of software and hardware support to YWCA’s employees via phone, email, HD tickets and computer chat. This position will ask appropriate questions and use knowledge and resources to diagnose and resolve employee issues. Escalate issues that extend beyond Tier I to the Director of Technology; responsible for logging all service requests into the YWCA tracking system., * Serves as Tier 1 technical support and resources to YWCA staff

• Operates and respond to helpdesk tickets, email and work orders
• Answers telephone calls and respond to requests for software and hardware issues
• Logs all service requests into YWCA’s help desk tracking system
• Records the problem description, including specific error messages and/or symptoms, any troubleshooting steps are taken, and the result and the solution, if applicable.
• Resolves basic or routine issues.
• Escalates critical issues to tier-2 or tier-3 staff.
• Tracks and maintains technology inventory and log destruction of specific hardware when necessary.
• Performs onsite assistance when appropriate.
• Attends all team and staff meetings, participates in collective team and agency efforts, and complies with all YWCA Kalamazoo policies and practices.
• Remains flexible and manages changing priorities on a continuing basis.
• Knows and adheres to Association policies, procedures, and practices.
• Safeguards confidential information gained because of the position.
• Complies with Association policy regarding required reporting of child abuse.
• As a YWCA employee, projects a positive image of the Association and its programs to the community.
• Works cooperatively with program participants, YWCA staff, and volunteers.
• Other duties as assigned.

WORKING CONDITIONS AND ESSENTIAL FUNCTIONS:

• YWCA assigned building
• Occasional off-site locations
• Potential outdoor events
• Potential Actions: Sitting, standing, kneeling, bending, some lifting
• Frequently required to remain stationary
• Frequently required to move
• Frequently required to utilize hand and finger dexterity

• Occasionally required to climb, balance, bend, stoop, kneel or crawl

• Occasionally work near moving mechanical parts
• Occasionally work in high, precarious places

• Occasionally work around fumes, airborne particles, or toxic chemicals

• Continually required to communicate and exchange accurate information
• Occasionally exposed to outside weather conditions
• Occasionally exposed to wet and/or humid conditions (non-weather)
• Occasionally required to smell
• While performing the duties of this job, the noise level in the work environment is usually moderate, occasionally loud.
• The employee must occasionally lift and /or move more than 20 pounds.
• Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision
• Specialized equipment, machines, or vehicles used: computer, tablet
• Frequent travel to and from offsite locations and events
• Occasional exposure to bloodborne pathogens, airborne pathogens, or infectious materials

TRAINING REQUIREMENTS:

• Orientation to YWCA Personnel Policies, Mission, Purpose and Core Values
• Orientation to Domestic Violence, Sexual Assault, Confidentiality, Mandatory Reporting
• Other appropriate training and in-service which will occur during employment

• Associate’s degree or post-secondary education in Information Systems, Computer Science, Business Administration or related field preferred.
• Must pass criminal, child abuse and neglect, and sex offender background checks.
• One to three years of technical hands-on-experience delivering technology and services.
• One year of help desk or related duties.
• Ability to respond to change as needed.
• Experienced with running network cable preferred.
• Operates within organizational structure, customs, practices, policies and procedures.
• Knowledge of the latest advances in software and technology.
• Excellent verbal and written communication skills. Able to ask clarifying questions. Proven customer service skills.
• Able to work with people of diverse backgrounds.
• Polite, professional demeanor with high ethical standards and willingness to learn.
• Ability to maintain strict confidentiality.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.